Krishna Maharjan Email & Phone Number

Lalitpur District, Nepal

• Installed and configured solutions on both test and production environments, leveraging technologies such as Kubernetes for container orchestration.• Conducted onsite and offsite troubleshooting and diagnosis of customer-reported issues across various solution levels, including Database, Application, Network, Communication, and Integration Interfaces.• Actively managed email communications with customers, ensuring prompt responses and effective resolution of issues.• Escalated complex technical issues to development teams for further investigation and resolution, maintaining clear communication channels throughout the process.• Maintained a positive and responsive approach to customer requests and tickets, promptly addressing issues and ensuring customer satisfaction.• Prepared, reviewed, and maintained accurate technical documentation to facilitate solution implementation and support processes.• Conducted Preventive and Corrective Maintenance visits to customer sites, either physically or remotely, ensuring system reliability and performance.• Handled any additional job-related duties as necessary to support team objectives and customer needs.

Teku, Nepal

• Using Django as framework to develop the backend.• Working with REST API.• Django Rest Framework to make APIs.• Using JSON Web Tokens (JWT) for authentication and authorization.• Postman was used for the building, testing and documenting APIs.• Using Postgres for designing and implementing the database.• Generating the report from the data in the database.• Using Gunicorn and Ngnix for the deployment of the software.• Using the Vue.js and quasar for the frontend development.• Familiarize with Bitbucket/Atlassian (Jira)• Collaborate and communicate with the frontend developers to create the backend according to the requirement and vice versa.• Assisting in the planning and execution of IT projects.• Creating project plans, timelines, and schedules.• Interacting with clients, end-users, and other stakeholders to gather requirements and ensure alignment.• Handling changes in project scope, requirements, or objectives.

Kathmandu, Bāgmatī, Nepal

• Using “Zendesk” as the main platform to solve the tickets.• Dealing with the customer query and use appropriate macro as suitable according to the situation. Also, add the necessary additional information’s in the macro if the original macro is insufficient while being polite.• Solving tickets related to Account issue, Missing Credits, Gift Card issue, Password issue, Bonus issue, Walmart Integration issues, Receipt issue and Managing ledger of the customers using the Admin of Zendesk.• Reporting the problems and adding them in the database.• Providing the offer credits according to the offer details.• Doing the receipt analysis and receipt creation through the Optical Character Recognition (OCR).• Deactivating, resetting password for the customer.• Use the moderating tools and identifying the root cause of the issue to help better understand in the future for similar cases or issues.• Keep updating the Knowledge Base (KB) according to the updates and changes made during the workflow of the organization.• Understanding the clients (Ibotta) need and updating/working according to their requirements.• Co-operating and working along with the Team Leads and Team Captains.• Solving the addressed problems and difficulties faced by the new cohorts and also guiding them.• Working side by side with the Kenya Team and Nepal Team.• Updating/escalating to the Client about the necessary major problems that arises during the workflow.

Nepal

• Using “Zendesk” as the main platform to solve the tickets.• Dealing with the customer query and use appropriate macro as suitable according to the situation. Also, add the necessary additional information’s in the macro if the original macro is insufficient while being polite.• Solving tickets related to Account issue, Missing Credits, Gift Card issue, Password issue, Bonus issue, Walmart Integration issues, Receipt issue and Managing ledger of the customers using the Admin of Zendesk.• Reporting the problems and adding them in the database.• Providing the offer credits according to the offer details.• Doing the receipt analysis and receipt creation through the Optical Character Recognition (OCR).• Use the moderating tools and identifying the root cause of the issue to help better understand in the future for similar cases or issues.• Keep updating the Knowledge Base (KB) according to the updates and changes made during the workflow of the organization.• Deactivating, resetting password for the customer.• Understanding the clients (Ibotta) need and updating/working according to their requirements.• Co-operating and working along with the Team Leads and Team Captains.• Solving the addressed problems and difficulties faced by the new cohorts and also guiding them.• Working side by side with the Kenya Team and Nepal Team.• Updating/escalating to the Client about the necessary major problems that arises during the workflow.

Kathmandu

• Learned about almost all the necessary services that an Amazon Web Services (AWS) developer associate should know.• Created an alerting system using Simple Notification Service (SNS) as a minor project during this internship and a detailed report was prepared.• Learned about the Live case study in detail.• Learned about the basics of CICD and a demo project was also done.• Learned version controlling (Git)• Learned about docker.• Preparation for AWS Developer Associate Certification was done through practicing/using different AWS Services.• Cost management, Time management, Teamwork, Presentation, Documentation, and Workflow of the organization was the most valuable experience during this internship.

Kathmandu

Manga drawer